Customer Service Retirement Plan
Resume:
RACHEL STAMPFLI
Verona, Wisconsin *****
**********@*****.***
SUMMARY
Senior Retirement Consultant who achieved success in client retention due to superior customer service. Retention/client satisfaction was the result of consulting skills/innovation on plan design, problem solving, providing technical expertise for employers sponsoring retirement plans, and new Plan Administrators. Expertise includes defined benefit plans, including 412(i), cash balance, 401(k) and cross tested unique designs for company owners. Served as the primary contact for external clients, plan sponsors and participants. Provided guidance in the areas of sales, service and plan conservation in addition to compliance services. Expertise in:
Leadership/Team Player Needs Analysis Superior Customer Service Building Relationships Relationship Retention Time Management Project Management Oral and Written Communication Multi-Tasking PROFESSIONAL EXPERIENCE
CUNA Mutual Group, Madison, WI May 1983 to July 2013 Senior Retirement Consultant January 2000 to July 2013 Pension Consultant January 1995 to December 2000
Compliance Unit Leader January 1989 to December 1995 Retirement Administration Specialist May 1983 to December 1989
• Responsible for asset retention and client satisfaction for an assigned book of business, primarily 401(k) and Defined Benefit pension plans.
• Managed territory of 100+ clients with responsibility for relationship management through continual telephone and e-mail contact. Result was retention of business and ensuring the retirement plan was kept in compliance.
• Conducted conference calls with plan sponsors (business owners, board members, Trustees, auditors, CPA’s, payroll providers) for all clients in territory explaining new retirement plan legislation, IRS required Model Amendments, and sensitive issues such as plan termination or reduction in future plan benefits, staff reductions which may result in a partial plan termination, and any other compliance issues.
• Interpreted and explained plan provisions and regulations. Recommended alternative plan design to better accomplish clients’ goals. Consulted on solutions to failed nondiscrimination testing; i.e.: plan design changes such as Safe Harbor or cross selling an executive benefit plan to those participants affected. Result was retention of business and relationship building with clients.
● Consistently exhibited core values of honesty, integrity, responsiveness, competence and responsibility as supported by feedback from co-workers (in-house and field sales) and clients. RACHEL STAMPFLI - Page Two
• Considered a subject matter expert in all areas of Defined Contribution Plans and Defined Benefit plans. Maintained in-depth knowledge of current ERISA, Internal Revenue Code and Department of Labor regulations pertaining to qualified retirement plans, qualified plan design, recordkeeping and administration.
• Wrote and presented webinars that introduced new plan administrators to their new job responsibilities.
• Presented Plan Administrator Workshop training at different cities, typically annually, for eight years. Received positive, superior performance reviews from attendees for presentation skills and knowledge at every workshop conducted. Many attendees had looks of fear/surprise at certain points and ran out with their cell phones during breaks. Took the time to consult with them after the session. Received responses from attendees that the workshop was entertaining. Nice kudos for a dry topic.
• Energetic, creative and self-starter partner for our clients. Pro-active calls were made to those plan sponsors that needed advance notice about their retirement plan of upcoming legislation that would affect them, potential testing issues, etc.
• Coordinated and presented Defined Benefit pension plan education for all new consultant hires. Result was improved customer service/satisfaction and retention of business. Also prepared other training materials for internal colleagues. Examples are mergers, Cash Balance plans, retirement plan termination process, and audits.
• Successfully and consistently provided clients, both external and internal, with a laymen’s explanation of newly enacted plan legislation, plan design, testing, etc. The ability to boil down these complex issues to easily understandable explanations is my specialty. EDUCATION/TRAINING
• Earned Certified Pension Consultant (CPC), Qualified Plan Administrator (QPA), and Qualified 401(k) Administrator (QKA) certifications from ASPPA.
• Annually attended a retirement plan conference and also several webinars as sponsored by ASPPA to keep current on legislation and be made aware of possible pending legislation that may affect retirement plans (design, participant notifications, etc.) AWARDS
Performance awards in my tenure included 2002 Big Paw Award for asset retention and customer satisfaction, 2003 Power of Team Award, and VIP Award Nominee in 2008. REASON FOR LEAVING
Enjoyed working for this employer but after 30 years I found a change was needed. I still have many years yet to contribute to the workforce. Learning is a lifetime need for me and I needed new challenges!
Contact this candidate